Building a Better Customer Experience
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As @adamhonig of @yourcustomers says, "There’s no secret to creating a great customer experience." This presentation describes the process at Gist for connecting with customers, finding the tools that match the workflow he have to the jobs we need to do, and how to know when you're doing well (and not so well.) I'd love to hear feedback on this presentation - if you have any feedback, feel free to email me at greg@gist.com or call me at 425-442-7401 (or skype: gmeyer8080)
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Building a Better Customer Experience
- 1. Build a Better Customer Experience How we approach it at
- 2. Last Slide First Connect with people on a human level – they want to hear from you. Find the right tools to deliver the best experience, and implement them. Keep doing it.
- 3. I am notanExpert. I interact with customers every day. I’ve built and fixed policies, procedures, and customer-facing content for big and small companies. I’m trying to get better at this every day. Greg Meyer, @GregAtGist
- 4. What is Customer Experience? “Customer experience (CX) is the sum of all experiences a customer has with a supplier of goods or services, over the duration of their relationship with that supplier.” http://en.wikipedia.org/wiki/Customer_experience
- 5. What do Customers Need? Creativity, Acceptance, Innovation Peace of mind, confidence Friendship, Association Security, Freedom from Harm Food, Water, Shelter Abraham Maslow, Hierarchy of Needs
- 6. What can you provide? A guide to help them get where they want to go Creativity, Acceptance, Innovation Peace of mind, confidence Friendship, Association Security, Freedom from Harm Food, Water, Shelter Abraham Maslow, Hierarchy of Needs Photo by http://flickr.com/photos/lapstrake
- 7. Great Experience Photo by http://flickr.com/photos/werkunz/
- 8. What makes a better experience? When expectations match (and improve) reality Photo by http://.flickr.com/photos/chrisschoenbohm/
- 9. Why don’t companies do a better job at this? It’s Hard Nobody has asked for it specifically It doesn’t provide immediate ROI They’re not sure how to do it.
- 10. Companies that build great experiences become great brands Apple – the easiest to use computers Zappos – great selection and no-hassle returns IKEA – build to order and customize Southwest Airlines – go anywhere for less FedEx – ship anything, anywhere
- 11. How not to do it: examples United Airlines – handled baggage poorly, and the whole world found out. AT&T – is known for dropping iPhone calls, not delighting customers. Perception (PR) is part of the Customer Experience
- 12. Insights Photo by http://flickr.com/photos/untickalock/ Deciding that you want to be the best helps. Having great products helps. Owning your mistakes and fixing them helps.
- 13. How can you actually do it? Listento customers Engageand help Shareknowledge Triage and delegate Respondand resolve http://www.flickr.com/photos/tmray02
- 16. Things your customers think you should fixPhoto by http://flickr.com/photos/94379417@N00/
- 20. Introduce a few people who need to know each other
- 24. Close the loop on support issues or on scheduling meetings
- 26. Last Slide Again Connect with people on a human level – they want to hear from you. Find the right tools to deliver the best experience, and implement them. Keep doing it. Contact me at greg@gist.com,or at @GregAtGist.